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Postal Exam Questions with Answers
latest 2025.
24 hr clock (8 key indicators of clock) ✔️ 1. all carriers back by 1800 (6PM)
- cancel 80% of collection mail by 2000 (8PM)
- process outgoing primary-sort mail by 2300 (11PM)
- process outgoing secondary-sort mail by 2400 (midnight)
- clear managed mail program MMP 2400 -have zero MMP on hand by this time
- assign commercial air/FedEx outgoing mail by 0230
- process all dps 2nd pass mail by 0700
- dispatch mail on time from plants to delivery units between 0400 and 0900
shipping services (5) ✔️ PME, PM, standard post, parcel return service, international mail
mailing services (5) ✔️ FCM, periodicals, standard mail, package services mail (standard post, media mail, library mail), extra services
shipping vs. mailing services ✔️ -shipping is where post office is competitive w/ other companies -mailing is where post office is market dominant and does not face other competitors
post office partnership w/ FedEx and UPS ✔️ -partner w/ FedEx to save $1 billion in air transportation costs -improved PME and PM services -since 2002
UPS- partnered w/ to provide airline transport for mostly FCM
directives (what are they, name 3) ✔️ -postal polices/procedures designed to improve business
- manuals 2. handbooks 3. publications
manuals used most (5) ✔️ domestic mail manual, international mail manual, administrative support manual , postal operations manual, employee and labor relations manual
handbooks ✔️ more detailed info about what in Postal Service manuals
publications ✔️ not as extensive as handbooks/manuals but provide supplements that cannot be fully addressed by handbooks/manuals; task specific documents i.e. Pub 52 Hazardous Mat
how do policies procedures impact bottom line of post service (4 ways) ✔️ production, revenue, legal liability, customer service
where to find HAZMAT regulations ✔️ DMM, IMM, Pub 52, Handbook EL-
types of HAZMAT (6) ✔️ flammable, corrosive/reactive, biological, toxic, radioactive, other (ORM-D)
ORM-D (what and examples) ✔️ -other regulated material -coined by DOT to describe lower level of risk during transportation -- therefore, can ship surface PROHIBITED int'nl -i.e. smoke detectors, dry ice, lithium batteriese
declared HAZMAT (3) ✔️ declared by mailer, properly packaged, properly marked and accepted by post office
undeclared HAZMAT ✔️ -parcel suspected of containing HAZMAT, not properly packaged, labeled, identified -identify w/ sounds of broken glass, stains, leakage, odor, preprinted markings on parcel
cigarettes/smokeless tobacco nonmailable (4 exceptions, how to ship) ✔️ 1. Alaska/Hawaii
- Business/Regulatory Purposes - verified/authorized tobacco industry business OR fed./state agencies for regulatory purposes
- Certain Individuals - lightweight, infrequent mailed by age-verified adults
- Consumer Testing/Public Health - sent by gov. or certain individuals for consumer testing -ship: PME Hold for Pick Up, PME Adult Signature, PM Adult Signature
anonymous mail (4) ✔️ -only stamps as postage -weight greater than 13 oz. -was not accepted by employee at counter -cannot be traced to sender
DDD ✔️ info attached to all mail receptacle (lobby drop, SSK); explains anon rule and why has to go to retail counter
-name of organization shown in either address
media mail ✔️ books, sound recordings, recorded video tapes, printed music, recorded computer- readable media CDs DVDs -no ads unless advertising about books
standard post ✔️ -gifts, merchandise -pricing based on wight, distance, shape -certain surcharges apply if over 35 lbs or 25 lbs for books
shipping services ✔️ -PME, PM, parcel select, parcel return service
PME ✔️ -guaranteed 1-day or 2-day (delivered by 3PM on second day) delivery -Sunday, holiday delivery for fee -includes free: tracking, proof of delivery, insurance up $100, money back on time delivery guarantee -available for military -Labels 11-B, 11-HFPU -CAN ADD: Return Receipt, more insurance, COD
PM ✔️ -send documents, gifts, and merchandise -expedited 2-3 day shipping -no min. weight -includes USPS tracking
parcel select ✔️ -parcels entered in bulk -saves mailers money b/c enter parcels at Destination Delivery Unit, Area Distribution Center, Network Distribution Center -for large and medium mailers
parcel return service ✔️ -bulk mail parcel return -customers can return merchandise w/o paying postage; postage paid by merchant
oversize price ✔️ -standard post only -measures over 108 in. but not more than 130 in. (L+G)
balloon pricing
✔️ -PM Zones 1-4, Standard Post all zones -less than 20 lbs and measure over 84 in. (L+G) -charge appropriate 20 lb rate
dimension weight pricing ✔️ -PM zones 5- -have any dimensions exceed one cubit ft. (1728 cubic in.) -dimensional weight=HxLxW (if result over 1728, divide result by 194) -package priced by which is higher: actual weight from scale or number you get after computing
international mail (4) ✔️ -FCM, PM international, PME international, GME
FCM international ✔️ -delivery standard varies by destination -max weight 4 lbs -if weigh less than 16 oz. no custom form requried -dutiable items- form 2976 -Extra Services: certificate of mailing, registered mail, return receipt
PME International ✔️ -3-5 business days -includes insurance up to $100 for documents and $200 for merchandise -return receipt included -coins, jewelry, watches prohibited in this
Global Express Guaranteed ✔️ -1-3 business days -item (form) 11FGG
Priority Mail International ✔️ -6-10 business days -documents and merchandise -small flat rate box and flat rate envelope not included in indemnity coverage; rest of PM International is -Form 2976 -regular, medium, and large flat rate box have 20 lb weight limit
confirmation services (2) ✔️ delivery information on mail piece for fee -USPS Tracking & Signature Confirmation
USPS Tracking ✔️ -date, ZIP Code, and time article was delivered
-addressee specified by name -endorsed RESTRICTED DELIVERY -available for mail sent Registered, Certified, COD, Insured Mail
return receipt ✔️ -provides evidence of delivery including date and recipient signature -3811- Return Receipt (green) -if you choose this option electronically, will get a PDF in email w/ info and form 3849 (sorry we missed you)
return receipt for merchandise ✔️ -provides mailer w/ mailing receipt and return receipt -for merchandise!!!! -form 3804
special handling ✔️ -provides preferential handling to practicable extent -NOT preferential delivery -meant for unusual items that need to be handled specially through mail -i.e. live poultry and bees
domestic claims ✔️ -file immediately but no later than 60 days -articles w/ insurance file claims no sooner than 20, no later than 180 -form 1000- domestic or international claim; indemnity limited $ -form 2856- Damage Report of Insured Parcel and contents -form 3831 - Receipt for Articles Damaged in Mail -for int'ml mail: claims for registered items, insured, and ordinary parcels (file after inquiry complete), claims for damage or missing contents (file immediately), claims for PME (no sooner than 3 days, not after 90
who is primary contact public has w/ postal service? ✔️ SSAs; perception of postal service heavily reliant on SSA
communication ✔️ -using words effectively to impart information/ideas -75% of work day -exchange and interpret messages
3 types of communication ✔️ 1. verbal
- non verbal
- non verbal cues
verbal
✔️ -using spoken words orally -phrasing words can influence emotions, challenge beliefs, and affect thoughts
non verbal ✔️ -non verbal and verbal behaviors interact in exchange and interpretation of information -can lead to incorrect conclusions -when there is ambiguity/conflict ppl rely more on non verbal to access situation and apply emotions -55%
verbal cues ✔️ -can enhance or contradict verbal messages
6 characteristics of good communication ✔️ 1. never assume if idea clear to you, clear to receiver
- check understanding before reply
- tolerant of others feelings
- listen in somebody else's POV
- communicate "why" of interaction
- first barrier of communication is purpose of communication
active listen (what and how) ✔️ -used by listener to enhance performance -use SOLER: S- squarely face person O- open posture L- lean toward speaker E- eye contact R- relax while attending
successful sales transaction ✔️ -you/customer make informed, mutually beneficial decision
value proposition ✔️ -when present value of USPS products and services, align that value w/ customer's needs -not just price advantage -sell maximum value by addressing need
what is driving force behind customer's willingness to interact w/ you ✔️ needs
what is a need ✔️ a desire to improve or accomplish something
- offer insurance or USPS tracking
- offer specific additional product and explain features (if offer stamps, offer something else too; offer two things)
- Receipt
- Thank you
tips for good first impression ✔️ -be at ease, present yourself appropriately, start w/ smile, be open/confident, be positive, be courteous/attentive
retail customer experience (RCE-5) ✔️ -"mystery shopper" who visit post office and document experience by answering questionnaire (5 parts)
- wait time in line - respect customer's time
- hazardous material - promote safety
- sales skills/product knowledge - generates revenue, ensures loyalty
- promotion and merchandising - update signs, restock inventory
- image - cleanliness
how to deal w/ customer complaints and difficult customer (4) ✔️ 1. remain calm
- show respect
- show empathy
- listen between the lines
individual accountability ✔️ -SSA have stamp stock assigned to him/her & is accountable -have a stamp credit and cash credit
segmented inventory accountability ✔️ -manager in charge of unit is financially accountable -shared retail floor; if run out can go to another SSA drawer or pool drawer
unit stamp stock reserve ✔️ stamps only, custodian accountable for reserve stock
cash credit ✔️ cash only ; does not exceed $
stamp credit ✔️ -value of stamp stock and money orders -Form 17, stamps requisition
daily financial report (what form) ✔️ -form 1412; prints at end of day and has whole day's work on it
-receipts (AIC 1-400), disbursements (AIC 401-800), stamp accountability (AIC 840-
priorities of protection ✔️ 1. postal funds
- postage stamps, aerogrammes, IRC, bird hunting stamps, philatelic and blank money order forms
- stamped envelopes, postal cards, money order imprints, non sale-able stamp stock, non-postal items
what can't be purchased w/ credit cards (11) ✔️ -trust fund deposits, pre-cancelled stamps, money orders, COD funds, money by wire, employee debts, passport fees remitted to DOS, permit imprint deposits, periodicals postage, postage meter setting, bulk mailings
acceptable payment methods (8) ✔️ cash, debit/credit, personal/business checks, traveler's check (50% of postal products bought), postal/non postal money orders, cashier checks, certified checks, treasury checks
money orders - 2 types and form for lost/stolen money orders ✔️ domestic service and direct service -form 6401, for lost stolen money orders
domestic service ✔️ -green, available everywhere U.S. -max amount $
direct service ✔️ -pink, international (some country exceptions) -max amount determined by each country, never more than $
6 steps to cashing money orders ✔️ 1. look for Ben Franklin water mark, if held to light should see dark line (security thread w/ USPS on it), no discoloration around dollar amounts (tampering), warning on back
- denominations can't be greater than $1000 or $
- check Missing, Lost, Stolen list from postal bulletin
- if not security features, tell supervisor
- picture ID required to cash
- make sure properly endorsed
bank secrecy act (2 forms) ✔️ 1. form 8105-A- report purchases of $3000 or more of same customer in one day; has to report/file same day OR US Treasury Checks of $10,000 or more
- If you are experiencing a difficult customer, what is one thing you shouldn't use? - trigger words
- How many days of the year is PME able to be delivered? -
- The carrier attempted package and left a 3849. How many days does the post office keep this mail till it is retu
